Air Transat Customer Service Issues

I am eager to share my recent Club Class experience. I have made Club Class reservations four times in less than a month. This service does not come cheap. Unfortunately, one flight did not meet the service standard for my family. Furthermore, due to an automatic seat upgrade, my parents' reservation led to each of us having to pay an additional $[redacted]. I would appreciate it if you could contact me via email to address my dissatisfaction and compare it to the other three flights. I am typically easygoing and well-versed in Covid protocols, having flown twice recently. Nonetheless, the outstanding service from your staff on the return trip highlighted the inadequacies of our initial flight. I couldn't help but wonder if you had outsourced Air Canada flight attendants for that inferior flight. While I would like to commend the exceptional staff on the other three flights that led us to choose Air Transat consistently, this one let us down and was costly. We are planning a large family Christmas vacation, and depending on the resolution of this matter, we will select our travel company accordingly.

Good morning, I am writing on behalf of a dissatisfied customer, Christopher Koppe and Laura Lorena Cantos. Upon arriving at the Luxury Collection Excellence Club Junior Swim Up booked through Air Transat, he found that his private transportation was not provided. He had to catch a bus after a 45-minute search, which made multiple stops before reaching his hotel. Now, he is struggling to locate his departure pick-up for tomorrow, which was supposed to be a private transport. Urgent assistance is needed to address this situation promptly. Kindly contact me as soon as possible so I can inform the customer or provide the representative's contact details. Thank you for your assistance in advance. Sincerely, Ian McAskill, CCC Vacation Consultant Accredited Accessible Travel Agent Presidents Circle GOLD [redacted] (Cellular)

I'm Gary McIntosh and have been diagnosed with ATAXIA. The doctors advised me not to fly due to balance and leg issues. I'd like to transfer my flight to my son's girlfriend, who has a flight with Air Transat of equal value. I can provide her details as needed. Details: File # HJ2RAZ, Voucher # 11TSWD, Issue Date: 7/14/20. Please confirm if this transfer is feasible.

Air Transat contacted us today, April 9, [redacted], just three weeks before our family vacation to Athens, to notify us that the club class seats we booked and paid for on September 15, [redacted], for flights TS461 and TS690 on April 30th cannot be honored due to overbooking. We are extremely upset about this sudden change as we confirmed with an agent and made full payment in advance. On top of this, they also canceled our Cuba tickets for February 15 without issuing a refund for the deposit. This lack of service is unacceptable and reflects poorly on their business. We demand that our original booking be honored and our seats secured for our upcoming trip to Athens.

I would like to raise a concern regarding being charged £55 for checking my cabin luggage. I have used this small case for approximately 15 years, and it has always fit comfortably in the overhead bin on various airlines like Air Canada, Aeromexico, British Airways, Lufthansa, and Air Transat. On my recent flight from Montreal to Gatwick (TS728 on June 24, [redacted]), there was no issue with my case fitting. However, on the return flight (TS729 on June 7), I was instructed to check it due to size restrictions. The plane was only half full, and there was ample space in the overhead bins. Interestingly, others nearby had larger cases that were not questioned. While I understand the policy, I am disappointed by the inconsistent application of the rules in my case.

I am looking to book a Youth ticket (passenger age 15) for a solo flight from Montreal to Nantes, and AirTransat is the sole airline with direct flights for this route. I have attempted to make the booking on various travel websites, but none allowed me to book unaccompanied travel for a child under 18. Instead, they advised me to contact the airline directly, prompting me to reach out to an agent. Despite my efforts over the past 3 days via phone and text, I have been unable to get through. I have endured long wait times of up to 1.5 hours on the phone and 8 hours on text. I believe a callback service would greatly benefit customers like me as the current waiting process is frustrating and gives the impression of undervaluing customers' time. Implementing a callback system, which is already available to other companies, could improve customer experience and prevent long, unproductive waits.

I'm wondering if Air Transat permits an electric guitar in a gig bag to be stored in the overhead carry-on compartments. It fits in the rear of the compartments, allowing other luggage to be placed in front as usual. I prefer not to place the guitar in the cargo hold with oversized items. **By the way, toll-free telephone numbers don't work out of the Dominican Republic; we are flying from the DR to Canada on Friday.

My family had flights canceled due to the pandemic. We decided to accept a credit voucher instead of a refund to support Air Transat during a challenging time. Despite my efforts to contact Air Transat, I faced issues with my travel vouchers. When I booked flights for June 10, [redacted], I was only credited £[redacted].64 out of £[redacted].36 for myself (voucher #XS3VQ1) and my daughter (voucher #FKVWMR). I am also facing a similar situation with flights booked for September 1, [redacted]. My son was only credited £[redacted].64 out of his fare, with £[redacted].72 still outstanding. I have been a loyal Air Transat customer for years and seek assistance in resolving this matter promptly. Thank you.

I recently contracted COVID, so I needed to adjust my flight dates with Air Transat due to this. I managed to make changes online, and now I need to modify my return flight within the 24-hour window allowed by consumer regulations, without incurring any fees. However, I have been struggling to reach Air Transat by phone for this purpose. The new booking also mentions refunding the luggage fees from the original flights, so this is another issue I need to address. Despite trying various channels, including social media, I have had no luck getting through to their customer service. Any guidance on how to proceed would be greatly appreciated.

I submitted a missing bag form with Air Transat and was informed that it may take 6-7 weeks for a response. They advised me to contact the local airport. I am currently an hour away from the airport and am unsure how to reach them by phone or email. My flight was from Montreal YUL to Nice, France NIC on June 28, [redacted], flight number TS0628, arriving on June 29, [redacted]. My bag tag number is [redacted] TS [redacted]. I have tried emailing the airport's lost and found without receiving confirmation, but I believe that may not be the correct department. I am struggling to find the contact information for the checked baggage that was not received and have not received a response from Air Transat via email or phone. The phone line directs me back to the website form I have already completed. I am eager to know how to get in touch with the Nice airport office to report my missing bag. Thank you.

I am Amin Abdella. I booked a flight to Canada for myself and my 15-year-old unvaccinated son. I recently discovered that a PCR test is not sufficient for his entry into Canada; he must also quarantine for 14 days. Since this will overshadow our holiday and prevent him from attending my niece's wedding on August 5, [redacted], I aim to substitute my son's reservation with my adult son. Despite my attempts to contact customer service via phone without success, I also tried unsuccessfully to modify the booking, replacing Birraa Amin Abdella, my son, with Roba Amin Abdella, my 19-year-old son. Our flight Confirmation is: U6XEIZ. We depart from Dublin airport to Toronto on July 30 and return on July 18, [redacted]. Kindly provide a link to adjust my reservation or advise on the necessary steps. Contact me at [redacted] or +44 (0)7[redacted]15.

I purchased tickets for a family trip from Canada to Portugal. However, a month before departure, we were notified via email that our flight had been switched to a different airline, Hifly. Despite concerns about the safety of this plane, Airtransat assured us it was safe. Unfortunately, upon boarding the flight from Toronto to Portugal, we found the plane to be extremely dirty, old, and in poor condition. The smell was unpleasant, there were broken amenities, and my seat was not secure. There were no individual entertainment screens, just one shared screen showing outdated movies. We experienced a lack of safety and comfort throughout the journey. I managed to take some photos before my phone died. I will be demanding a refund and ensuring our return flight in August is on a better aircraft. I have no plans to fly with Airtransat again and intend to share my experience with the media. Thank you, Carmen Colette.

Subject: Assistance Needed with Damaged Luggage Claim Good afternoon, I have attempted to contact you via email regarding my damaged suitcase but have not received a response. I am writing to file a claim for my luggage which arrived broken and scratched. The damage occurred during my flight from YUL to CUN on November 26, [redacted], with reservation number TS0538 (reference: TS323511). I was instructed to submit a report on the AirTransat website, but as my flight was processed by immigration in Canada, I lack a reservation number. The picture attached contains the necessary information. I kindly request either a repair of the suitcase or compensation of $[redacted] Canadian USD ($[redacted] MXN). Your prompt attention to this matter is appreciated. Thank you for your cooperation. Sincerely, M. Mejia

Subject: Issue with Broken Luggage - Claim Ref: TS0538 YUL-CUN 26/11/[redacted] (TS323511) MIRNA MEJIA Hello, I hope this message finds you well. I have previously reached out via email regarding the matter at hand but have not received a response. Today, I am writing to formally file a claim for the damages to my luggage. Upon arrival, I noticed that my suitcase was broken and scratched. The airport staff advised me to submit a report through the AirTransat website for further assistance. When trying to file the report online, I encountered an issue as it required a reservation number, which I do not possess due to my flight processing with immigration Canada. However, I have attached the relevant information for your reference. I kindly request either the repair of my damaged luggage or compensation amounting to $[redacted] Canadian USD ($[redacted] MXN). I eagerly await your prompt response. Thank you in advance for your attention to this matter. Warm regards, M.M.

I recently posted about my concern, and I was taken aback that there would be a charge for assistance. During my vacation at the Sol Varadero Beach Hotel in Cuba, I paid $75.00 in Canadian dollars for two day trips. Upon returning home, I discovered that my Mastercard was charged $[redacted].20 US instead of the expected $[redacted].00. The Air Transat representative did not inform me about the currency difference during the booking. I am seeking clarification and a refund for the discrepancy. Joan MacIntyre.

Flight from Portugal to Toronto on April 19, [redacted], provided excellent service and mobility assistance in Faro. However, upon arrival in Toronto, the mobility assistance initially received was good until the phase before passport control, where passengers needing wheelchair assistance were left unattended by the airline staff. Approximately 8 individuals were left waiting for help getting off the elevator and through passport control. Despite requests, no assistance was provided, and others mentioned they were unable to help. As a result, after an hour of struggling, passengers managed to reach the passport area on their own, receiving minimal aid. Regrettably, no support was extended with luggage, leading to a challenging and unsafe situation. It is requested that corrective actions be taken to prevent similar incidents in the future and to ensure continuous support for passengers with mobility needs at all times. Thank you for addressing this matter promptly. Sincerely, B. and J. Greaves.

Dear Sir/Madam, We apologize for the inconvenience. We recently made a booking for Kevin Hancey and Rong Fan from Rome to Toronto on July 23, [redacted], with ticket number: NUYJ4D. This trip was crucial for Kevin's Singapore Permanent Resident (SPR) renewal, necessitating our presence in Singapore by July 21, [redacted]. Due to unforeseen circumstances, my SPR renewal has been extended and approved, requiring our arrival in Singapore before October 21, [redacted]. Consequently, we need to reschedule our tickets to September or October [redacted]. In our attempt to change the ticket dates, we discovered they are not amendable. We kindly seek your assistance in changing the date of our tickets. Our sincere apologies for any inconvenience caused. Thank you for your understanding and cooperation. Best regards, Kevin Hancey and Rong Fan

I am traveling with Air Transat this summer from Toronto to Glasgow, Scotland. I understand there are dimensions limits for carry-on and personal items, but I can't find any information regarding weight restrictions on your website. Are there specific weight limits for carry-on and personal items, other than being able to handle them on my own and stow them in the overhead bin or under the seat? I would appreciate it if you could provide me with the weight restrictions for these items to avoid any issues at the airport. Thank you.

I would like to address a concern regarding my upcoming flight bookings. For Flight No: TS207 on Monday, 17th July [redacted], departing from Manchester at 13:25, my wife and I were originally allocated seats 10K and 10J respectively. For the return flight, Flight No: TS206 on Monday, 7th August [redacted], departing from Toronto Pearson International at 23:50, we were initially assigned seats 19J and 19K. However, upon checking today, we noticed that our seats for the return flight have been changed to 19E and 19F. This alteration from window seats to aisle seats in the middle row of a 2-4-2 configuration is not suitable for us due to my wife's medical condition and the need for wheelchair assistance. Kindly consider reverting our seat assignment back to the original seats 19J and 19K to ensure a more comfortable journey for us without inconveniencing fellow passengers. Thank you for your attention to this matter. Peter Davey

Air Transat has changed our originally assigned seats without notifying us. We kindly ask them to revert the seats back to our requested window seats 19J and 19K. The airline is asking for £47 per seat to make the changes, which we find unacceptable considering the seats were altered without any notice. While Air Transat may not be legally obligated to inform us of the changes, good customer relations involve transparency and communication with passengers.